Chart topping Volvo
- Volvo beats best of Germany in customer satisfaction study;
- Land Rover takes runners-up spot;
- Top German Audi takes bronze;
- First J.D. Power 2015 UK Customer Service Index Study surveyed more than 9,000 customers.
GERMAN brands got another bashing this week as Volvo topped the ‘premium’ car charts in J.D. Power’s 2015 UK Customer Service Index (CSI) Study.
On the vehicle survey organisation’s 1,000-point scale Volvo ranks highest among premium brands in satisfaction with a score of 779.
In second place is Land Rover with 767 and Audi at 762. Honda ranks highest among volume brands in satisfaction with a score of 768 while Suzuki and Toyota rank equal second with each and Kia and Skoda rank fourth in a tie at 758 each.
The inaugural study measured UK customer satisfaction with their service experience at a franchised dealer facility for maintenance and repair work and follows J.D. Power’s 2015 UK Vehicle Dependability Study (VDS) released earlier this week. (xref- Suzuki)
The 2015 UK CSI Study finds that satisfaction with dealer service leads to customer loyalty and advocacy. Among the 20% of customers who are highly satisfied with their dealer service, with overall satisfaction scores of 900 and above, 78% say they “definitely will” purchase their next vehicle from that dealer and 85% “definitely will” recommend the dealer to friends and family.
In contrast, among customers less satisfied, with scores of 700-899, only 36% indicate an intention to purchase their next vehicle from that dealer and only 42% say they “definitely will” recommend the dealer to others.
The 2015 UK Customer Service Index Study is based on 9,091 respondents who purchased their new vehicle between April 2012 and March 2014. The study was fielded between March and May 2015.
